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Customer Operations Manager

  • Location: London
  • Salary: £70,000 per year
  • Job Type:Permanent

Posted 21 days ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Contact Email:
  • Contact Phone: 0161 883 2740
  • Expiry Date: 11 October 2023
  • Job Ref: NC/10814


This role is part of the insurance broking team, that has responsibility for key customer processes and customers' experience. It is critical to achieve its mission of making it radically easier to operate a small business, by ensuring customers have a hassle-free, reliable, and high-quality service. It involves acting as the voice of the customer in all processes, in addition having direct ownership of post-sale customer processes.

Responsibilities :

Represent the Customer in our key processes.

Ensure its easier to own and operate a small business.

Provide input and challenge to ensure we deliver on these goals in our customer touch points.

Cover all customer touch points, from marketing through to renewal and final cancellation.

Set goals, standards and KPIs for the team.

Own the outcomes that the team achieve, delivered through the EB Team Leader.

Act as first point of escalation on critical customer complaints, claims or issue.

Ensure they are always acting within the expectations of our regulators.

Manage efficiency, capacity, and automation, ensuring value for mon ey.

Own the delivery of the Non-Voice Renewal process, achieving customer and commercial targets.

Continually review, diagnose, and drive improvement in our customer processes.

Work collaboratively within the team to deliver the improvements identified.

Embody our goal to both delight our customers and be commercially successful.

Skills, Experience & Knowledge

Increased renewal retention through deliberate process design

Strong customer service excellence background

Driving growth through customer-to-customer referrals.

Lower cost to serve, through automation and process streamlining .

Experience in managing a customer service team in a regulated environment.

Experience in business process management, design and improvement

Experience in measuring and acting on customer insight and feedback

Capability to take the customer's view and use it to guide internal efforts

Capability to influence and achieve goals through a team and through others

5+ years experience working in a regulated and customer-focused role

Small business insurance experience an advantage

CII qualifications an advantage but not essential


Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.

If you would like this job advertisement in an alternative format, please contact MERJE directly.